have not recieved my phone i ordered yet and cannot phone have no working phone

[paulurwin1973]

hi have not recieved my new phone i ordered on 19/05. and i have no working phone to contact EE. how do i get in touch with them as their tracking service is not working with my order number either even though i have email confirmation of the order. do they have a live char service? any help/ advice apprecieted as its now been over a week without a working mobile phone. regards. paul urwin

[Chris_B]

@paulurwin1973  What phone did you order ? Colour and storage size ?  And you can call customer support from a none EE phone 

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[paulurwin1973]

How is the type of phone i ordered, its colour and size relevant to my problem. Are you telling me the type of phone i ordered is the reason i have not recieved it yet.. Perhaps you also misread my post as i clearly stated that i have no working phone in  order to ring customer support as you suggest.  do they have no live chat service like most professional companies do?

[Ali_A · Accepted solution]

Hi @paulurwin1973 

As you're order number isn't being recognised on our tracking page, please check your junk/spam folder if you've received a follow-up email either confirming your order has been completed or asking you to contact us. 

If you've not received any follow-up email you'll need to get in touch with our Customer Service team, where a guide in the Digital Sales team can check your order went through successfully. 
If the order couldn't be processed, the team can discuss the reasons why and what additional information we need to manually complete it for you. They can then issue you the tracking

As @Chris_B suggested, the best way would be to call using an alternative phone, but as you're unable to do that you can pop into any EE store who will be able to call for you. 

Our Live chat is exclusive to the EE app, however I appreciate that it will not be accessible as you don't have a working phone. 

Ali 

[Chris_B]

@paulurwin1973  Not knowing what you ordered doesn’t help give you advice because that model spec could be out of stock.   So yes it does matter.  

[ee_user14]

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@paulurwin1973 wrote:

Perhaps you also misread my post as i clearly stated that i have no working phone in  order to ring customer support as you suggest.

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You could have access to a friend or relative's phone to make important calls. Heaven forbid it being a problem, but how would you call 999 in this scenario?

Sometimes EE staff can check stock levels of particular makes & models of phone to give an indication of expected delivery times, that's why Chris_B asked.  Sometimes a gentle enquiry of why it matters may be better than jumping down someone else's throat in the way that you seemed to.